Important: The information on this page relates to our Custom Hearing Aids products.
Information about the Trial Period, Warranty and Returns for our Melody and Harmony BT products can be found here:
Melody/Harmony Warranty Page
Your satisfaction is guaranteed. If you are not satisfied with your hearing aid purchase, you may return your purchase for a full refund at any time during the 60-day trial period. The 60-day period will commence on the date that your order is delivered to you by Canada Post or any other courier service. Products may not be returned for refund after the 60-day trial period has ended.
Becoming accustomed to hearing aids takes time and effort. As a result, we strongly recommend that clients commit to a trial period of not less than 14 days. Return shipping costs are the responsibility of the customer and shipments must be sent via trackable courier service. Items lost in shipping are the sole responsibility of the client. We strongly recommend purchasing insurance for the full amount of your purchase from the shipping company.
Two Year Warranty
Your hearing aid purchase is covered against defects in materials and workmanship for two years from your date of purchase. If upon our examination it is determined that the unit failed to work due to parts, materials or workmanship we will repair or replace it for free. Please note, your warranty does not include damage caused by attempts to repair the device or any damage that fractures the shell of the device. In case of replacement, Online Hearing reserves the right to substitute a product of comparable technology and value in any situation that the customer’s product has been discontinued or is otherwise unavailable. A third year of warranty coverage may be purchases at the time of ordering at the cost of $79 per device. Your purchase also includes a 2-year Loss and Damage waiver. Any device lost or damaged beyond repair is eligible for a one-time replacement upon payment of the then standard deductible. The current deductible is $350 per device.
Returns and Repairs
To process a return or repair claim, please call our customer care department toll-free at 1-800-801-8375 to obtain a Return Merchandise Authorization (RMA) number. Our representative will send you a Return/Repair form by e-mail along with shipping instructions. All items must be returned by insured courier with a completed Repair/Return form at the sole expense and risk of the customer.
Products returned for refund must be in like new condition, ordinary wear and tear excepted, and in the original undamaged packaging and shipping box with all accessories. Items returned for refund in damaged condition will be returned to the customer and no refund will be provided. Items returned in damaged packaging may be charged a 20% restocking fee. All products returned for refund MUST include a Return Merchandise Authorization (RMA) number for proper processing. Products returned without an RMA number will incur a twenty percent (20%) No-RMA Fee. Returns sent more than 60 days after the date of purchase will be refused and returned to the customer and no refund will be processed.
Products returned for repair must be shipped with a completed Return/Repair form with an RMA number. Shipping costs are the responsibility of the client, and the package must be sent via insured trackable courier service. Shipping of repaired products to the client is done at the sole cost of the company.